Automated reply generation direct marketing system

ABSTRACT

A system for automatically preparing customized replies in response to communications from a plurality of clients. To facilitate automation and tracking, each original communication to the client (or each original response from the client) is tagged with a unique label, and replies to client responses are each correspondingly labeled. The system provides individualized replies to each of a variety of response options that a client might exercise in response to a received communication, whether an original communication or a reply to a previous response. The system is applicable to mass marketing communications, and is particularly well suited to the generation of personalized replies to each and every one of a multitude (tens of thousands and up to millions) of communications from clients. The system is also capable of continuing to generate replies to follow-up responses from clients and to thereby maintain an ongoing “conversation” until the client makes a purchase decision, or no longer responds. Communications may be delivered through a variety of means, such as the internet, the mails, by facsimile, on a host communication, etc.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation-in-part of U.S. application Ser. No.08/661,004 filed Jun. 10, 1996 and U.S. application Ser. No. 08/834,240filed Apr. 15, 1997.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention relates to methods and apparatus for automaticallypreparing replies to each purchase or non-purchase response generatedfrom mass marketed communications delivered to clients for products orservices, such as financial products and/or financial service-relatedcommunications. More specifically, it relates to methods and apparatussuitable for preparing an appropriately customized reply communicationto each client in a fully automated or significantly automated mannerpermitting large numbers (millions) of communications to be prepared anddelivered quickly, efficiently, and cost effectively.

2. Description of the Related Art

The importance of widely-distributed written or printed clientcommunications such as advertising, solicitations, etc. is well known inthe marketing and advertising field. Their applicability to thefinancial products and services industry also is well known. The revenuegenerated from sales of various products and services advertised inthese solicitations measures in the many millions of dollars per yearfor all industries. Their revenue generation in the financial industryalso has been significant, and this industry has been one of the fastestgrowing in this area.

Traditionally, client communications of this type have beenmass-distributed using techniques such as direct mail. With theincreasing use of the Internet, that delivery medium is expected to growin importance. A substantial drawback of the direct mail (ortelemarketing, etc.) approach has always been the relatively significantcost of distributing the communications. The transmitters anddistributors of the communications often have been required to bear theexpense of the communications themselves, in some cases the envelopes inwhich they are contained, the labor involved in stuffing the envelopes,the postage, etc. Use of the Internet could eliminate many of these costfactors.

Another disadvantage of traditional mass marketing, especially massdirect marketing, is that it uses a generic communication that is notparticularly customized to the needs of a particular client, andpartially as a result of this it has a relatively low purchase responserate. Low purchase response rate coupled with high delivery costsreduces the attractiveness and effectiveness of this type of marketing.For example, mass communication by mail may cost of the order of $ 0.50for each communication, but this kind of communication has a relativelylow “visibility,” and often has a purchase response rate of only abouttwo percent (2% or lower), such as in the case of financial andinsurance products. The response to telemarketing, which is somewhatmore personalized to the particular client, is significantly higher,often in the range of $ 2.20 per client contacted.

The issue of customizing mass communications to significantly improveresponse rates and purchase response rates from a large group of clients(numbering in the hundreds of thousands or up to millions) and/orreducing the cost of delivery of the communications has been addressedin our prior patent applications, U.S. Ser. No. 08/661,004 filed Jun.10, 1996 and U.S. Ser. No. 08/834,240 filed Apr. 15, 1997. In the firstof these, we described methods for accessing information from largeclient data bases, analyzing the data according to a predeterminedscreening and selection model, and preparing a plurality of customizedcommunications, each one specifically addressed to and designed to meetthe most likely needs (based on accessed information) of each of theclients or potential clients (“clients”). These communications could bedelivered to the clients in any one of a number of ways, including forexample direct mail (expensive) or electronically (for example,inexpensively to those clients who have an internet address). It wasrecognized, however, that the main medium for direct mass communicationswas delivery through direct mail, and since this method of communicationis relatively expensive, our second U.S. Patent Application, U.S. Ser.No. 08/834,240, addressed this issue. That application discloses amethod of providing the customized communication directed to eachparticular client on a “host communication” i.e., a communication thatwould in any event have been sent to that particular client. Thus, thecost of including the customized direct marketing communication as partof the host communication is very low, and the additional cost ofmailing the combined communication is normally insignificant.

Thus, the technologies disclosed and claimed in our above-describedprior Patent Applications represent significant advances in massmarketing or mass direct marketing, permitting delivery of customizedcommunications to each client, at significantly reduced cost. Thesetechnologies do not, however, address the range of permutations of aclient's response. For example, a client may want to purchase, elect notto purchase, request further information, request a modification of theproduct, etc. However, current mass direct marketing typically onlytakes into account a purchase/no purchase response. Other responses aregenerally too time consuming and costly to process and reply toindividually so that a potentially large number of purchases areforegone. If these clients have concerns or questions about the productthat could be responded to in order to facilitate make a purchasedecision, the response rate from mass marketing campaigns could beincreased, but current mass marketing response generation and deliverymethods costs makes this prohibitive for most direct marketed salescampaigns.

There exists a need in direct marketing for an automatic reply mechanismthat is flexible, and able to respond to a wide range of clientinquiries, in an ongoing “conversational” manner, that will ultimatelyincrease the rate of purchase responses. Moreover, the automatic replyshould be directed to each client's specific response or request, becost effective, and virtually immediate, so that the client's interestin the product is not diminished by delay. Such an automatic replysystem should preferably be able to respond by communicating with theclient either through mail, facsimile, e-mail, on a host communication,or by the now evolving voice response technologies, depending upon thetype of communication suited to the product or service being marketed orcustomer preference.

SUMMARY OF THE INVENTION

This Summary of the Invention section is intended to introduce onlycertain aspects of the invention and is not a complete disclosure of theinvention. Particular aspects of the invention are pointed out in othersections here below, and the invention is set forth in the appendedclaims, which alone demarcate its scope.

In one aspect, the invention provides a method for automaticallypreparing customized replies in response to communications from aplurality of clients. To facilitate automation, each originalcommunication to the client is tagged with a unique label, and theresponses from the clients are each correspondingly labeled. Each of theresponses that includes a nonpurchase response i.e. a request forfurther information, a request for a modified product, a request for adifferent type of quotation, and the like, and is inputted into a systemfor automatically generating the replies. Each reply that isautomatically prepared is tagged with a label that corresponds to thelabel of the response communication to which it is responsive. Thereplies are then delivered, each to their respective client, through anyone of a variety of means, such as through the internet, through directmail, inclusion in a host communication, via facsimile, etc.

In another aspect of the invention, customized communications areprepared and sent to a plurality of clients, nonpurchase responses fromthe clients are processed and automatic replies are generated to each ofthe responses, each reply is specific to the type of response requestedby the client. The method allows further follow up and “conversation”with the client, or may respond to a reply communication with a secondresponse, which will in turn generate an automatic second reply.Likewise, a third response received by the system will automaticallygenerate a third reply. This dialogue continues until the client eithermakes a purchase or terminates the communication by not responding.

In one aspect of the invention the original client communication sent toeach of the plurality of clients is appended to a “host communication,”i.e. one that would in the ordinary course of business have been sent tothe client for another purpose, and the combined communication may thenbe delivered at reduced cost. This method of delivery is particularlyattractive when the communication is sent by mail, resulting in savingsin postage charges. Notwithstanding, this method of communication isalso useful when the combined communication is delivered by other means,particularly where the host communication carries important informationthat a client will be inclined to read, and it will provideencouragement to read the appended communication.

In other aspects of the invention, the original communication isdelivered to each of the plurality of clients by transmission throughthe internet. This means of communication is of relatively low cost, andgenerally reaches middle to upper income individuals who comprise animportant market segment for a wide range of products and services.

Notwithstanding the origin or nature of the original communication, solong as the original communication provides the recipient with a uniqueidentifying “label” that corresponds to and identifies that individual,and further includes a purchase or nonpurchase response option, then theinvention may be used to automatically generate replies. When theresponse is a purchase option, generation of further replies may not benecessary or a reply “thank you” communication may be sent. However,when the response contains requests for nonpurchase information, thenthe system automatically generates a reply to each of the responses,with each reply tagged with a label corresponding to the label on theresponse (or initial offer). Thus, a tracking system is established toinsure appropriate replies to each response.

In another aspect, the invention also provides an apparatus forautomatically preparing replies to client responses. The apparatuscomprises means for inputting response option information from theplurality of client responses into a computer-accessible storage medium,preferably by machine. The apparatus further includes processing means,operatively coupled to the storage medium, for using decisioninformation to automatically select variable information for insertioninto a reply to a particular client. Output preparing means are inoperating communication with the processing means to enable preparationof the reply to the client. The apparatus may also include deliverymeans.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are incorporated in and constitute apart of the specification, illustrate presently preferred embodiments ofthe invention. These drawings, together with the general descriptiongiven above and the detailed description of the preferred method andembodiment given below, are intended to explain the principles of theinvention and do not limit its scope, which is solely determined by itsclaims.

FIG. 1 is a hardware block diagram of the preferred embodiment of theinvention;

FIG. 2 is a flow chart diagram of system software used in the preferredembodiment of FIG. 1, and which illustrates the preferred embodiment andmethod of the invention;

FIG. 3 provides an illustrative main menu for the system softwaregenerally depicted in FIG. 2;

FIG. 4 is a flow diagram which illustrates a preferred method accordingto the invention;

FIG. 5 is a flow chart diagram illustrating the data input module of thepreferred embodiment and method of the invention;

FIG. 6 (including 6A and 6B) shows the organizational structure ofvarious illustrative database tables managed by the database moduleaccording to the preferred embodiment and as used in connection with thepreferred method of the invention;

FIG. 7 is a flow chart diagram illustrating the processor module of thepreferred embodiment and method of the invention;

FIG. 8 is a flow chart diagram illustrating the processor module of thepreferred embodiment and method of the invention similar to that of FIG.7, but which is specifically adapted for processing of insuranceproducts;

FIG. 9 is a flow chart diagram illustrating a specific example of theorganization and flow of the processor module specifically pertaining toa mortgage life insurance-related communication;

FIG. 10 is a flow chart diagram illustrating another specific example ofthe organization and flow of the processor module specificallypertaining to another mortgage life insurance-related communication;

FIG. 11 is a flow chart diagram illustrating a specific example of theorganization and flow of the processor module specifically pertaining toanother mortgage life insurance-related communication;

FIG. 12 is a flow chart diagram illustrating a specific example of theorganization and flow of the processor module specifically pertaining toa basic individual life insurance-related communication;

FIG. 13 is a flow chart diagram illustrating the organization and flowof the sales presentation and output module of the preferred embodimentand method as depicted in FIG. 2.;

FIG. 14 is a flow chart diagram illustrating the organization and flowof the production and scheduling module of the preferred embodiment andmethod as depicted in FIG. 2.;

FIG. 15 is a flow chart diagram illustrating the organization and flowof the sales and financial report and analysis module of the preferredembodiment and method as depicted in FIG. 2.;

FIG. 16 is a flow chart diagram illustrating the organization and flowof the telemarketing module of the preferred embodiment and method asdepicted in FIG. 2;

FIG. 17 is a flow chart diagram illustrating the organization and flowof the automated new business processing module of the preferredembodiment and method as depicted in FIG. 2, adapted for use in themarketing and sale of insurance products;

FIG. 18 is an illustrative embodiment of a flow chart of a reply systemof the invention;

FIG. 19 is an illustrative example of an embodiment of a replygeneration system of the invention relating to term life insurancemarketing by mail;

FIG. 20 is an illustrative schematic showing some of the types of inputinto the system software of the invention and the reply generationsystem; and

FIG. 21 is a simplified overwiew of an embodiment of the inventionshowing important features of the system software and reply generationmodule.

DETAILED DESCRIPTION OF THE PREFERRED METHOD AND EMBODIMENT

The following descriptions illustrate aspects of the invention, andpoint out certain preferred embodiments of these aspects. Theexplanation is not intended to be exhaustive, but rather to inform theperson of skill in the art will come to appreciate more fully otheraspects, equivalence, and possibilities presented by the invention, andhence the full scope of the invention as set forth in the claims, uponreading this disclosure.

Reference will now be made in detail to the presently preferred methodand the preferred embodiment of the invention as illustrated in theaccompanying drawings, in which like reference characters designate likeor corresponding parts throughout the drawings. For simplicity and easeof illustration, the preferred apparatus and method according to theinvention are described in conjunction with one another. This is not,however, to be construed as necessary or limiting.

In accordance with the invention, an apparatus and method are providedfor automatically preparing client communications pertaining to one ormore financial products, and/or financial services, and/or financialplans for clients. The apparatus and method may be used to automaticallyprepare a single client communication or, more preferably, toautomatically prepare a plurality of client communications. The clientcommunications preferably are for combined use with corresponding andrespective host vehicles for the corresponding and respective clients,which combined communications may be and preferably are delivered to theclients.

“Client” as the term is used here should be interpreted broadly toinclude an actual client or customer of the user of the system and/ormethod according to the invention, or the party for whom the systemand/or method is employed. The term “client” also includes a potentialclient or customer, or a similar party for whom a communication isprepared. A client is assumed for illustrative purposes here to be aparty for whom a client record has been created in the client databaseas described more fully below.

“Client information” as used here means information which pertains to aparticular client, or to a particular set or group of clients. Examplesof client information would include a client name, address, telephonenumber, age, marital status, occupation, employer, financial income,etc. Client information also may include information pertaining to thefamily or other relations to the client, such as information on thespouse, children, parents, etc., or perhaps to a business associate,such as a business partner, fellow board member or officer, and thelike. This category of information also may include psychographic anddemographic data pertaining the client or clients.

“Client record” as used here means a compilation of informationpertaining to a particular client. The client information typicallywould be collected into an automated or computerized database, which isreferred to herein as a “client database.” In this context, a clientrecord would be a single record for a given client within the clientdatabase. The fields of each client database record would include thevarious items of client information, examples of which are providedabove. The organization of this client information database and therecords and fields within it typically would be in conformity with thedata organization and structures of known relational databases.

A “client communication” as the term is used herein refers to acommunication which is prepared for a given client and which providesinformation to the client about one or more selected financial productsand/or financial services and/or related financial plans. A clientcommunication, for example, might include a solicitation or similarmarketing or advertising document in which the one or more financialproducts, services, etc. are presented to the client in an attempt tosell the product, service, etc. to the client, provide information onthe products and services, provide a notice pertaining to such productsor services, etc. A client communication may assume the physical form ofa paper or papers which would be integrally attached to a host vehicle,a computerized document which is adapted to be incorporated with acomputerized host vehicle, an electronic mail document, and the like.

Each client communication according to the invention includes at leastone “variable.” A “variable” as the term is used herein, which also isreferred to as a “variable portion,” refers to a portion of a clientcommunication which may vary from client communication to clientcommunication. The variable in a sense serves as a location marker inthe client communication, at which location the system and methodaccording to the invention insert or provide certain “variableinformation” selected by the system and method. The variableinformation, which may take a number of different forms, is selectedusing the decision information so that it is appropriate for, and to acertain extent individualized for, a particular client.

“Financial product” as the term is used herein is used in its broadsense to include any financially-related product, service or plan. Theterm would include, for example, insurance products and services,banking products and services, securities and investment products andservices, and the like. Examples of insurance products would includeindividual life insurance of all types, tax deferred annuities of alltypes, health insurance of all types, disability insurances of alltypes, annuities or other timed payment vehicles, and the like. Examplesof banking products would include savings-related products and services,demand deposit products and services, loan products and services,credit-related products, etc. Securities and investment products andservices would include equity securities, debt securities, mutual funds,money markets, derivatives, etc. The term “plan” is used in its broadsense to include a plan which may incorporate one or more financialproducts and one or more financial services aimed at achieving aparticular objective or set of objectives of the client. For convenienceand ease of explanation, the term “financial products” as usedhereinbelow may refer to financial products and/or financial servicesand/or financial plans, and combinations of these.

“Financial product information” as used herein refers to informationwhich identifies, describes, explains or otherwise pertains to thefinancial product or products (including services and plans) which areto be the subject of some or all of the client communications, asexplained more fully below.

“Label” as used herein refers to any means of identifying acommunication (including responses and replies) as one relating to aparticular client, in other words, it is an identifier that allowstracking of the communications to and from each client to distinguishthese from those communications to and from other clients in a pluralityof such client communications. Preferably, the label is electronicallyreceived or machine readable, such as a bar code, but other identifyinglabels may also be used, such as a unique identifying number, and thelike.

“Letter” as used herein means any communication, whether delivered bymail or by other means, and includes verbal communication.

“Host vehicle” as used here means a vehicle, such as an accountstatement, notice, letter, etc., other than a client communication,which is to be sent to a client. The term “vehicle” is used here in thesense of a medium for communication, examples of which would include apaper document, and electronic document, a machine-readable medium, andthe like. Specific examples of host vehicles would include a bankaccount statement, credit card account statement, brokerage accountstatement, billing statement from a local utility, a notice or advisorybulletin, etc. In the context of the illustrative examples providedherein, typically there would be a host vehicle for each client, whichhost vehicle would provide the statement, notice, etc. The host vehicletypically would constitute the primary purpose for contacting orcommunicating with the client. The client communication preferably wouldbe attached as an integral part of the host document.

“Host information” would include information which is included within orotherwise pertains to a host vehicle or a collection of host vehicles.Examples of host information would include such things as the type ofchecking account to which a statement pertains, the bank or otherinstitution which holds the account or which issues a financial productreflected in the host vehicle (e.g., the product provider), the amountof utility services or products reflected in a particular bill, accountinformation, a statement of account, etc.

“Response” refers to a communication from a client in response to anoriginal “client communication” sent to that particular client or areply communication. The response includes a selection of responseoptions, for example, “buy,” “more information,” “different amount,”etc., depending upon the nature of the product or service beingmarketed. Of particular interest are responses that select nonpurchasetype options (i.e. ones that do not include an order to buy) because, asexplained above, traditional mass marketing generally does not permitand generally does not cope with these types of responses. To facilitatethe automatic reply scheme of the invention, each response is taggedwith a label. Responses can be received by a variety of transmissionmethods, e.g. electronically from call centers, users of the system,faxes, internet, etc.

“Reply” as used herein means a responsive communication generated by auser of the system of the invention that responds to a “response” from aclient. Each reply preferably includes a label corresponding to thelabel of the client response to which it is responsive. Each reply ispreferably individualized beyond merely a name and address of theclient, to include such personalized details as specific productinformation requested, alternative quotations requested, and the like,as discussed herein.

One of many possible embodiments of the apparatus according to theinvention is illustrated in FIG. 1. It should be readily understood bythose of skill in the art that the apparatus may vary significantly fromthe example shown, based on the rapid advances in technology that areongoing in this field. The example shows an embodiment including acomputer system using a networked client-server database systemarchitecture with a number of computer nodes or computer workstations. Anetwork server 10 is shown in FIG. 1. Computer workstation nodes wouldbe very similarly configured. In addition to the server and workstationnodes, system nodes also may include output devices, such as laserprinters (not shown). Each of the individual computer workstations ornodes within the system includes a processor 12, a display 14, akeyboard 16, a mouse, light pen, or similar pointing device 18, a modem20, a tape drive 22, and a bar code reader 24.

The processor of each computer node (server or workstation) includes acentral processing unit (CPU) 26, random access memory (RAM) 28, and atleast one mass storage device 30, such as a hard drive and/or a diskettedrive. The design and configuration of CPU 26 is not limiting, and mayinclude any of the CPU designs sold as standard components with high-endIBM-compatible personal computers or business machines. Such processorsinclude Pentium™-type processors from Intel Corp., Santa Clara, Calif.,Power PC processors from IBM Corp., and their substantial equivalents.With the continuous and ongoing improvements in computer and electronictechnology, many modifications may be made to the specific nature ofhardware components required. Accordingly, one of skill in the art mayselect any hardware components that would rapidly and efficientlyprocess the number of client communications anticipated, whethernumbering in the hundreds of thousands or in the tens of millions. Forexample, an IBM-compatible personal computer with about 256 megabytes ofRAM, a 500 MHz Pentium III processor and a hard-drive of about 16gigabytes of storage capacity, as is presently widely commerciallyavailable, would find ready application in the apparatus of theinvention. The desired speed of the CPU 26 and size of hard drive willdepend, as indicated above, on the specific application for which theapparatus must be used, and the volume updated to be handled. The CPUsof network workstations may, for instance comprise Pentium™-basedprocessors with about 256 megabytes of RAM and about 10 gigabytes ofhard disk storage capacity.

Display 14 should be compatible with the processor, and preferablyshould have a resolution of at least about 800×600 pixels. Many otherand better commercially-available monitors would suffice.

Keyboard 16 may be any modern keyboard which is compatible with theprocessor. Keyboard 16 comprises a means for the system user toselectively input information, decisional information or criteria,module instructions, and the like into the system where manual input iscalled for.

The mouse, light pen, track ball or similar pointing device 18 is usedto navigate the graphical user interface of the system, which isdesigned to increase the ease of use of the system, as will be describedmore fully below. It also comprises means for inputting information intothe system, particularly where graphical interface environments are usedin implementation. These devices may be obtained fromcommercially-available sources as off-the-shelf components.

Modem 20 is used for communicating with computer systems remotely fromprocessor 12. The design of modem 20 also is not limiting, and itsspecific design will depend upon the design of processor 12, the designand configuration of the computer or computers to be communicated with,and similar generally known factors in a given application. In thepreferred embodiment of FIG. 1, modem 20 comprises a high speed modem,about 56 K baud modem which is compatible with processor 12, such as arecommercially available.

Tape drive 22 is optional, but may be used for inputting bulk files andlists, as described in greater detail below. The specific design andconfiguration of tape drive 22 also will depend to a large extent on thedesign and configuration of other system components, and on theparticulars of the application. In the preferred embodiment of FIG. 1,tape drive 22 comprises a high-capacity digital tape device which may beobtained as an off-the-shelf component from commercial suppliers.

Bar code readers may be used to speed manual input of data and also torecord responses and other correspondence from clientive clients. Theyshould be industry-standard readers capable of reading the major barcode formats, such as Code-39 bar codes, and inputting the scannedinformation to processor 12. An optical scanner (not shown) also may beprovided as an optional input device.

The system includes a high-quality laser printer 32, such as any of thehigh-end commercially-available laser printers available for processorsof the type employed in this system. Large-volume commercial laserprinters also may be used for producing large quantities of clientcommunications at rapid rates. The system also may include as an outputa modem such as modem 20 or similar on-line or networked connection.

Technology of Prior Pending Patent Applications

Before describing in more detail the invention of the presentapplication, an explanation of the technologies of prior U.S.application Ser. Nos. 08/661,004 and 08/834,240 are presented forcompleteness. These explanations cover present FIGS. 1-17, previouslyfiled and described in those applications.

Processor 12 has resident within its accessible memory system computersoftware or system software, a flow diagram of which is shown in FIG. 2.The software has a “core” system for processing tasks such as selectingvariable information and preparing client communications. The systemsoftware also includes an “administrative and support” system forsupporting the core system, facilitating the communication or marketingprogram, providing administrative and management reports and functions,and other tasks. The core system includes a plurality of modules,including a data input module, a database module, a processor module,and a sales presentation and output module. The administrative andsupport system includes a production and scheduling module, a sales andfinancial report and analysis module, a telemarketing module, acommunications interface module, and an automated new businessprocessing module. Each of these systems and modules will be describedin greater detail below.

In accordance with the preferred embodiment and method, an example of amain menu for the system software is shown in FIG. 3. This menu includesa plurality of buttons corresponding to the modules of the system asdepicted in FIG. 2.

A flow diagram which outlines steps of the preferred method is shown inFIG. 4. Referring to the left portion of the diagram, the methodincludes a step of inputting information of various types into thesystem. Although the specific forms of information to be inputted willvary from application to application, they generally will include clientinformation. This client information may be pre-selected or pre-sorted,for example, using known market segmentation or targeting techniques, orwhat has been referred to recently as “database mining.” Financialproduct information, and in some cases host information, also may serveas inputs.

The preferred method also includes a processing step (center of FIG. 4)in which decision information is used to automatically select variableinformation for inclusion or provision in the client communication orcommunications. The output of the processing step (right portion of FIG.4) is one or more client communications which include the variableinformation. The variable information is used to make the clientcommunications highly individualized or personalized. The clientcommunications are adapted to be combined with corresponding hostvehicles for the respective clients to create a corresponding pluralityof combined outputs. This combination can be very advantageous overprior known methods, e.g., based upon the ability to make the clientcommunications highly personalized and at the same time delivering theclient communication together with the host vehicle to achieve thecorresponding cost savings.

As an initial step in the preferred method, one generally woulddetermine the financial product or products which are to be presented inthe client communications. This selection may be made, for example,based upon the nature of the client population itself, the desiredfinancial product or products to be offered, etc. It should beappreciated that this step need not necessary occur first. The selectionof financial products, for example, may be one of the functions whichthe system performs, e.g., during its processing step as described morefully below.

The preferred method includes a step of providing a format for theclient communication wherein the client communication format includes avariable portion. Each of the client communications includes at leastone variable or variable portion in which variable information isinserted or otherwise provided. The variable information is selectedbased upon the decision information. These aspects and features of theinvention will be described more fully below.

The term “format” is used according to its common meaning and refers tothe general layout and appearance of the communication. The format mayassume any one of a wide variety of forms, depending upon the financialproduct or products involved, the intended client base, thecommunication medium, the desired or available space, the tastes andspecific needs of the communication designer, etc. Formatting inputswould include such things as typographical formatting information (e.g.,top, bottom and side margins), fonts, graphics, displays and displaylocations, etc. The format also may include content designations. Inmore advanced applications, a plurality of formats may be selected, andthe system and method may be adapted to select from among the formatsfor a given client and client communication. For illustrative purposesherein we will use single-format examples, rather than a set ofcommunication formats from which the system and method would select on aclient-by-client basis. Sample client communication formats are attachedhereto as Appendix 1 and Appendix 2. These samples, which are merelyillustrative and not limiting, might be attached to a bank statement (asample host vehicle), and would be used for marketing individual lifeinsurance. Note that each begins as page 3 of 4 pages. Pages 1 and 2 inthis illustrative example would be the host vehicle.

The communication format includes at least one variable or variableportion, as noted above. Preferably, the format of each communicationwill include a plurality of variables or variable portions. Each ofthese variables constitutes a portion or segment of the clientcommunication which, in the actual communications, will vary from clientto client, and from client communication to client communication. Thevariable may assume any one or combination of a wide variety ofinformational types and content components. Examples would includeclient information (generally other than a client identification),financial product information, ancillary data, variable text, etc. Agiven communication format may include a plurality of variables of agiven type, e.g., all client information, or it may comprise differenttypes of variables, e.g., client information, financial productinformation, etc.

The preferred method includes steps of inputting into acomputer-accessible storage medium variable information other than aclient identification, and inputting into the storage medium decisioninformation. The preferred apparatus similarly is provided withappropriate input means for inputting these and other various categoriesof information into a computer-accessible storage medium. The method andapparatus of the invention are adapted to process various types ofinformation in generating and outputting the client communications. Theflexibility and variability of the specific types of information whichmay be used, and the specific manner in which the information may beused, comprise significant advantages of the invention over prior knownsystems and methods.

Initial system inputs typically and preferably would include clientinformation, financial product information, decision information, textinformation, and in some applications ancillary information. Any one ofthese classes of information could comprise variable information,although decision information often is used primarily for internalsystems purposes.

The types and amounts of client information provided to the system andused in the method will depend upon the types and amounts available, thedesired client communication format, the decisional information or logicto be used, etc. Client information may comprise a variety of types ofinformation pertaining to a particular client, or to a particular classof clients. In most instances, this client information will include aclient identification. “Client identification” as used herein includesthe information about the client which uniquely identifies a givenclient and permits correspondence or communications to be forwarded tothe client. In most instances this client identification constitutes theclient's name, or the client's name and post office address. A clientaccount number also may be included. This term is intended to beconstrued narrowly, for example, to include only the minimuminformation, usually name and postal address, necessary to uniquelyidentify the client and forward the communication to the client. Itwould not include, for example, information which may happen to beunique to the client and may uniquely identify the client underanalysis, but which information is not typically used to identify theclient. Individual components of client identification other than clientname also typically would not be included within the scope of the termclient identification as used herein. A client's postal zip code usedseparately from the postal address, for example, would not qualify asthe client identification.

A wide variety of types of client information other than the clientidentification may and often is available. Typical examples mightinclude the client's age, occupation, employer, annual income, maritalstatus, whether he or she smokes, family information, geographicinformation other than client address information (e.g., zip code, city,county, state, etc.), purchasing information such as purchasingpractices and proclivities, client asset information, liabilityinformation such as mortgage or loan information, client activityinformation (e.g., hobbies, sporting activities, etc.), and otherpsychographic, demographic and general client data or information. Acommercial bank or savings and loan which loans on home mortgages, forexample, typically would have client information in the form of theaddress of the mortgaged property, the mortgage loan amount, and theloan origination date. This information would be useful for anindividual mortgage life insurance program in which insurancesolicitation communications are sent to mortgagee clients.

“Financial product information” as used herein refers to informationwhich identifies, describes, explains or otherwise pertains to thefinancial product or products (including financial services andfinancial plans) which are to be the subject of some or all of theclient communications. Financial product information includes productpricing information and product non-pricing information. Pricinginformation includes the pricing for the relevant products, and perhapsother information relevant to pricing, for example, such as the timeperiod during which particular prices will be available, payment terms,available financing terms, etc. Product non-pricing information includesany financial product information other than product pricinginformation. Examples of product non-pricing information would includeproduct-related descriptions, conditions of offer, classes of clientsfor whom the product is available (e.g., “issue constraints” as used inthe insurance industry), annuity tables, actuarial tables, etc.

The financial product information may pertain to a single product, or toa plurality of different financial products. In the field of insurance,for example, the financial product information may pertain to anon-property and non-casualty insurance product, an individual lifeinsurance product such as term, whole life, universal life and the like,a health insurance product, a disability insurance product, an annuity,and the like, and combinations of these. In the banking area, thefinancial product information may pertain to a savings product, achecking or demand account product, a loan product, a credit-relatedproduct, a retirement product, etc., and combinations of these. In thebanking and brokerage firm areas, the financial product information maypertain to such products as an investment product and/or financialsecurity (e.g., stocks and other equities, bonds and other debtinstruments, money markets, mutual funds, etc.), derivatives, etc., andcombinations. Combinations of financial products across fields, such asbanking and insurance, also are possible.

“Ancillary information” as used herein refers to virtually any type ofdata or information useful for the system (hardware and software ofFIGS. 1 and 2) and/or method in performing the intended functions, butexcludes client information, financial product information and decisioninformation. Examples of such ancillary data or information wouldinclude statistical information, geo-code data, and the like. Non-clientspecific information also may be included in this category, such asdemographic, psychographic or buying habit data. Incidentally, the term“information” is used broadly herein to include quantitative data aswell as other forms of information.

Text information comprises text, e.g., in the form of an alphanumericcharacter or character string, a word, a phrase, a sentence, aparagraph, or even a graphical symbol. The preferred form of textinformation in many applications involving the marketing of financialproducts would comprise a phrase, i.e., a collection of words, whichwould be part of a sentence or paragraph of fixed text within the clientcommunication. For example, if the client communication presents afinancial product such as a security, the description of the product mayassume one form for clients under a predetermined age, such as 40 yearsold, and the description of the same product may assume another, perhapsmore conservative or risk-adverse form for clients over thepredetermined age.

Text information as used herein can and often will overlap with theother categories of information as defined herein. Text information may,for example, comprise or pertain to client information. In the exampleprovided immediately above, the text information pertains to financialproduct information. Text information also may comprise or pertain toancillary information, decision information, etc.

The decision information to be provided to the system may and usuallywill vary from application to application. This decision informationtypically would be inputted as part of the system initialization for agiven run. The decision information generally will comprise criteria orconditions used for the selection of variable information. The decisioncriteria preferably comprise programmed database queries which are usedin conjunction with the client database, and perhaps a financial productdatabase and/or an ancillary information database to select records, toselect fields within records, and the like. The decision informationalso may comprise conditions and instructions for selection ofinformation from lookup tables and similar data structures.

According to the method of the invention, decision information is usedto automatically select variable information for insertion or inclusionin the variable or variable portions of the client communication orcommunications. This variable information preferably includesinformation other than, or in addition to, a client identification asthat term has been defined herein. The variable information may beselected for insertion into the variables or variable portions of theclient communication for one or more of the clients.

The variable information may comprise part or all of the informationprovided to the system as the client information, the financial productinformation, the ancillary information, text information, and even thedecision information. This variable information may comprise virtuallyany form of client information, but preferably, as noted, it would beother than, e.g., in addition to, a client identification, most notablythe client's name, address, account number, etc. The variable clientinformation may, for example, comprise information pertaining to theclient such as client age information, health information, client familyinformation, client geographic information other than client addressinformation, client purchasing information, client asset information,client liability information such is information about a mortgage,client financial income information, client occupation information,client activity information (e.g., sports activities, recreationalactivities, etc.), and the like. The variable client information maycomprise psychographic client data and/or demographic client data. Inthe term life insurance context specifically, this variable clientinformation preferably would be other than a client name, address, age,marital status, tobacco habits, and other than the type and amount oflife insurance coverage, which comprise related product information.

Where the variable information comprises financial product information,this variable financial product information also may assume a widevariety of forms. As noted, the variable financial product informationmay pertain to a single financial product or to a plurality of differentfinancial products. The variable financial product information maycomprise or pertain to, for example, one or more insurance-relatedproducts. Examples would include property and casualty insuranceproducts, as well as non-property and non-casualty insurance products.The latter grouping would include individual life insurance productssuch as individual term life insurance products and individual lifeinsurance products other than term, such as permanent life insuranceproducts. Permanent life insurance products would include such things awhole life, universal life, and the like. Where combinations ofinsurance products are included, the may include, for example, acombination of an individual term life insurance product and anindividual permanent life insurance product. Other types of insuranceproducts to which the variable information may pertain include creditlife, disability, and unemployment insurance; health insurance products;disability insurance products; annuities; etc.

The variable financial product information also may comprise or pertainto bank-related products such as information on various types of demanddeposit accounts, savings accounts and product, loan products, creditproducts, etc. Where the variable financial product information pertainsto financial investments or brokerage-type products, the information maycomprise or pertain to various investment products, financialsecurities, equity instruments such as common and/or preferred stocks,stock options, warrants and the like, debt instruments, money marketfunds, mutual funds, derivatives, etc. The variable financialinformation may comprise or pertain to financial product pricinginformation or financial product non-pricing information, or both.

The variable financial information may also include assurance productsand money saving products such as information on warranty plans (home,automobile, electronics, etc.); discount clubs or programs (dental,travel, etc.); extended warranty plans; and the like.

The variable information also may comprise or pertain to ancillaryinformation, such as statistical demographic information, geo-code data,psychographic data, economic data pertaining to more than one person,e.g., pertaining to persons other than merely to a single client, andcombinations of these.

The variable information also may comprise text or text information.Where it would be desirable to present differing text in the respectivecommunications, for example, depending upon the age, marital status,etc., of the respective clients, several different versions of text maybe used as variable information. Any given one of the text inputs wouldbe used for a particular client only if that text were appropriate forthat client. As noted, information other than a client identification,i.e., information in addition to the client identification informationif client identification is present, may constitute the variableinformation.

The apparatus according to the invention comprises means for inputtinginto a computer-accessible storage medium variable informationcomprising other than (in addition to) a client identification anddecision information. The input means used for a particular applicationwill vary depending upon the format in which the information isavailable. Examples would include a keyboard, a disk drive, a tapedrive, a hard drive, a modem, an optical scanner, a bar code reader, apointing device such as a mouse or track ball, a network link, etc.Client information, financial product information, decision information,ancillary information, etc. may be provided on a data tape, compactdisk, diskette, or similar storage medium, in which case the input meanscorrespondingly would comprise a tape drive, a compact disk reader, adisk drive, and so on. Some records may be available on non-residentdatabases, as noted. This is increasingly the case as online networkssuch as the Internet gain widespread use and acceptance. In suchinstances, the information may be received via modem 20.

The input means of the preferred embodiment may include any one or anycombination of keyboard 16, pointing device 18, modem 20, tape drive 22,bar code reader 24, an optical scanner, mass storage device 30 (e.g.,hard drive or diskette drive), and equivalent input devices. Withreference to FIG. 1, for example, information may be directly enteredusing keyboard 16. In some instances, bulk information may be available,for example, comprising lists of client records, in which case the inputdevices more suitable for transfer of bulk files would be used. Diskettedrive 30, for example, as would come as standard equipment with thetypes of processors noted above, may be used.

The input means preferably is adapted for inputting such data andinformation both individually and automatically in bulk. Automatic orbulk input would be done essentially or entirely without humanintervention. This is particularly desirable when inputting clientinformation, which ideally would be capable of being inputted as clientrecords without human intervention between input of the respectiveclient records.

The decision information may take a number of forms, as noted above. Themeans for inputting the decision information therefore may assumedifferent forms, such as those identified above and their equivalents.Preferably, the decision information will comprise one or more computerprograms which include database query commands to query or filter theclient information, financial product information, etc. according todesired conditions or criteria. The preferred input means for this taskaccordingly would comprise keyboard 16 and/or tracking and pointingdevice 18, operated in conjunction with the associated device-relatedsoftware and software drivers.

The input means is operatively coupled to a computer-accessible storagemedium so that the storage medium receives and stores the information asit is inputted. The storage medium according to the preferred embodimentmay comprise RAM 28, mass storage device 30, other memory within CPU 26,tape drive 22, and any combination of these. The storage mediumaccording to this aspect of the invention may comprise any storagedevice or medium capable of storing the inputted information and storingit for subsequent retrieval and transmission ultimately to CPU 26. Thestorage medium need not be directly connected to or directly incommunication with CPU 26, provided it is capable of transferring theinformation to CPU 26 upon the appropriate command.

The inputting of data and information in the preferred embodiment iscarried out as part of the data input module as depicted in FIG. 2. Thismodule forms part of and interacts with the inputting means to receivethe inputted client information, financial product information, andpossibly ancillary information and text, and to store the information inan appropriate storage medium, such as mass storage device 30 or RAM 28.

The data input module performs tasks related to inputting informationinto the system. An example of the organization and task flow of thedata input module is shown in FIG. 5. As noted above, data may beentered manually or automatically. For example, information may beentered using scanning technologies. Bar codes may be used onadvertisements, information cards and other documentation. Scanners suchas those commercially available for use with processor 12 may be used toread the bar coded information. Similarly, an optical scanner may beused to scan an entire page or document, and standard image processingsoftware may be used to read information from the scanned clientinformation from the scanned input. The invention is not, however,limited to these input modes, and others may be used. For example, asvoice recognition technology develops, there very well may be theability to input client information merely by voicing that informationinto a voice recognition device, which would translate the voiceinformation into digital client data.

The task of automatically or semi-automatically sending large numbers ofcommunications efficiently and cost effectively generally will requirethat the system receive or gather on its own large volumes of clientinformation. For a given client, the system is adapted to retrieveclient information and, depending upon the circumstances, otherinformation as well. Inherent advantages of using an automatedenvironment to undertake these tasks is the tremendous speed with whichcomputers can retrieve, process and store large volumes of information.

The data input module of this embodiment and method inputs data into thesystem from one or more of the input devices for the system, such asmodem 20, tape drive 22, or bar code reader 24. The details of the datainput module will depend to a certain extent upon the type of data to beinput.

With further reference to FIG. 5, as data is inputted, the data inputmodule stores it in a temporary storage area within processor 12. Ifnecessary or appropriate, the data is converted to a format compatiblewith the system. For example, as is known in the database arts, it issometimes necessary to import or export files to convert one databaseformat to pre-defined database structure. In this embodiment, the datainput module also may tag and identify client records as they areinputted, and perform general and routine “house keeping” tasks on thedata.

Once these tasks have been performed by the data input module, theproperly-formatted client information is transferred to the databasemodule. In the preferred embodiment, the database module comprises arelational database essentially equivalent to commercially-availabledatabase packages.

The database module of the preferred embodiment stores clientinformation for general use by the system, as explained more fullybelow. The database stores client information so that each client isrepresented by a record in the database, and the various items ofinformation to a given client are contained within fields under therecord for that client. Examples of the structure and contents of aclient database for life insurance, for example, may include thefollowing fields:

-   -   Name    -   Address (including zip code)    -   Age    -   Tobacco user v. non-tobacco user    -   Marital Status    -   General Health

The contents of a representative client database record for marketing ofindividual mortgage life insurance may include the following: BorrowerCo-Borrower Name Name Address Address (including zip code) (includingzip code) Age Age Tobacco user v. non-tobacco user Tobacco user v.non-tobacco user Marital Status Marital Status General Health GeneralHealthThe contents of a representative client database record for a commercialbank may include the following:

-   -   Name    -   Address (including zip code)    -   Account Type    -   Account Number    -   Account Balance    -   Spouse    -   Occupation    -   Employer    -   Income

The database module also may include information other than clientinformation. For example, this module typically may include a listing ordatabase of financial products and/or financial product information. Thefinancial product information typically would include not only theidentification of the products, but information about pricing,conditions on availability (e.g., “issue constraints”), etc. Productavailability conditions or constraints as used here refers generally tolimitations on the availability of the product, e.g., geographicavailability constraints, age range constraints, face value or amountconstraints, and so forth. The product-related database also may includedescriptions and explanations of the products, e.g., in the form of textinformation. This will be explained in greater detail in connection withthe sales presentation and output module.

A sample set of tables for use in preparing and delivering clientcommunications pertaining to life insurance products is presented inFIG. 6 (including FIGURE parts 6A and 6B). These tables may beinter-related depending upon the specific design of the database ordatabases for a given application.

According to the method, the decision information is used or processedto automatically select variable information. In the preferred method,the decision information is used to select a subset of the variableinformation for inclusion in the variable portion or portions of theclient communication corresponding to the variable portion or portionsof the client communication format. The apparatus according to theinvention similarly includes processing means operatively coupled to thestorage medium for using the decision information to automaticallyselect a subset of the variable information for the client, or for eachclient where processing involves a plurality of client records. Thesubset of variable information for a given client then may be used inthe subsequently-prepared communication for that client to individualizeor personalize the communication. As implemented in the preferredembodiment, the processing means comprises processor 12, including CPU26 and related components, operating under the control of processormodule computer software, as shown generally in FIG. 2.

The specific identity and nature of the variable information selected bythe processing module may be varied from application to applicationdepending upon a number of factors, the most important of which is thedecision information as selected by the system user. The processormodule provides tremendous flexibility. It may be adapted, for example,to handle a wide variety of classes of financial products, such as termlife insurance, permanent life insurance, combinations of term andpermanent life insurance, health insurances, disability insurances, longterm care insurances, and the like. The processor module can accommodateany type of client information that can be incorporated into the clientdatabase. In addition, the processor module has great flexibility in thespecific analytical and decision making methods and procedures used.Specific yet merely illustrative examples are provided below.

A flow chart depicting the general organization and logic flow of theprocessor module for the preferred embodiment and method is presented inFIG. 7. As indicated at block A, the processor module is scheduled byand operates under the general instruction of the production andscheduling module (described more fully below). The production andscheduling module would determine, for example, which of severalcompeting jobs or client databases would be processed and in whichorder. The processor module flow then moves to step B, in which itretrieves decision information and other instructions delineating thetasks the system is to perform and upon which information.

The processor module flow at block C retrieves the information, in thiscase a client record (client information), which is to be used with thedecision information in selecting the variable information. By operatingupon the decision information, such as database query commands basedupon the client database fields, the system processes the clientinformation and uses it to select the variable information. The type ofinformation retrieved by the processor module will depend upon the typeof analysis under consideration, and for which the system has beenadapted. Illustrative examples of such input data are described abovewith reference to the data input module and the database module. Theprocessor module is described herein as processing data filessequentially, one record at a time. This is not necessarily limiting.For example, the processor module may be configured so that it processesmore than one record at a time through such generally known approachesas multi-tasking or parallel processing, and/or by means of networkedmachines operating in parallel or otherwise concurrently.

In step C, depending on the particular application, the processor modulemay undertake some pre-sorting or other manipulation of the clientinformation prior to the principal analysis of it. For example, theremay be categories or items of information within a given a client recordthat are not utilized in the analysis and decision making procedures tobe undertaken by the processor module in that application. Therefore, itmay be appropriate to modify the retrieved client records to eliminatesuch categories or items before further processing in undertaken in theprocessor module.

In step D of the processor module, the processor module uses thedecision information to analyze and evaluate the client information forthat record to select the subset of variable information for thatclient. The selected variable information is outputted as step E. Thismay occur as each client record is processed or, preferably, for aplurality of records. The process returns to block C to retrieve thenext client record, and processing is repeated at block D. This loopingprocess is continued until all client records to be processed in facthave been processed in this manner.

A slightly more complicated application or process flow for theprocessor module of the preferred embodiment and method is illustratedin FIG. 5. FIG. 8 is similar to FIG. 7, but is specifically adapted forpreparing client communications in connection with the marketing of lifeinsurance. Blocks A through C of FIG. 8 are essentially identical tothose of FIG. 7. Bock D of FIG. 8 shows considerably more detail as tothe process which occurs in this example. In substep D1, the insuranceneed of the client is identified. This may be done, for example, basedupon information in the client record such as age, marital status,financial information pertaining to the client, etc. Substep D2 involvesanalyzing and evaluating the client information, such as demographicdata, to make the selections described in the subsequent steps. Insubstep D3, the processing flow decides on the number and types ofinsurance plans to offer to this particular client. In substep D4, theprocessing flow selects the financial product or products to fit intoeach plan offered. This would be accomplished as part of the decisioninformation and its programming. Two sample options are illustrated inthe drawing figure. Option A involves presenting only certain productsand/or the products of certain product carriers. Option B providesgreater leeway in selecting products and plans. In substep D5, theprocessing flow uses client information, such as for example theclient's age, financial income, and the client's zip code, to determinean amount of coverage to be offered in each plan presented to thatclient. The process returns to block C to retrieve the next clientrecord, and processing is repeated at block D. This looping process iscontinued until all client records to be processed have been processedin this manner.

Variable information may be selected using client information, i.e., thedecision information may include using client information to select thevariable information for inclusion in the client communication. This isgenerally true regardless of the nature or content of the informationactually selected as the variable information.

In step D3 of the processor module flow depicted in FIG. 8, the moduledecides on the number and types of plans to be proposed to the client,which represents financial product variable information. This decisionis based upon the insurance needs of the clients as identified in thedecision information, on the client information in the client record,and possibly on other information such as demographic information,geo-coding information, etc. This step involves making an informedintelligent decision regarding the possible solution or solutions to theproduct or protection needs of the customer. Factors which may beconsidered by the module in this selection process may include theclient demographic information (e.g. age, gender, tobacco usage, andoccupation) mortgage information, financial information such as income,marital information, existing policy information, family-relatedinformation, and other factors selected by the system user andincorporated into the processor module decision making criteria.

The processor module in conjunction with the decision informationselects the variable information, in this example the financialproducts, which satisfy the decision making criteria being employed inthe module. Under this substep; the processor module draws from theavailable product pool the most appropriate product to fit each planselected as a candidate in this substep. Preferably the processor modulehas the ability to select from a large number of products and productproviders. In performing this step D3, the processor module may takeinto consideration factors such as: the premium for the product, thecompensation paid to the system user or other provider including primaryand secondary compensation, legal issues, underwriting requirements,demographic information pertaining to the client, and the net cost ofpremiums over a specified period of time. As to legal issues, all local,state, and federal laws regarding insurance sales, for example, andadditional constraints imposed by product providers may be considered.

There are numerous examples in which client information may be used toselect client information. To illustrate this approach, the decisioninformation may include the criteria of selecting a first text stringdescribing a financial product (“text string A”) if the client has anannual financial income of greater than a certain amount, e.g., $50,000, and selecting a second text string (“text string B”), if theclient's income is less than $ 50,000. This example uses clientinformation (annual income) to select variable information (alternativefinancial product descriptions) based upon decision information (incomegreater than or less than $ 50,000). The client's age easily could beused instead of annual income, as could virtually any other item ofclient information.

To further illustrate the types of decision making procedures andcriteria which may be embodied in the processor module, we will use theexample of individual mortgage life insurance. Pursuant to the example,assume that each client record includes the address of the propertysubject to the mortgage, the amount of the mortgage, the monthlymortgage payments and the following information for each borrower andco-borrower: Name, age, and gender. As part of the analytical anddecision making criteria information retrieved by the processor module,a set of scenarios are provided for characterizing the client and thesurrounding circumstances. Illustrative examples of the scenarios wouldinclude the following:

-   -   Scenario 1: Single individual borrower.    -   Scenario 2: Two borrowers of different gender, which may include        a husband and wife, business partners, etc.    -   Scenario 3: Two borrowers of the same gender, which may include        a parent and child, siblings, business partners, gay partners,        etc.        As part of the retrieved decision making criteria, the processor        module would retrieve the information depicted graphically in        FIGS. 9 through 11. If the client record under consideration        reflected a single borrower, the processor module would employ        the decision making criteria (decision information) reflected in        FIG. 9. According to those criteria, the processor module would        determine into which of three mutually exclusive categories the        mortgage falls based on the loan amount. In this example, loan        amounts of at least $ 10,000 but less than $ 50,000 would fall        into category A. Loan amounts of at least fifty thousand dollars        but less than one hundred thousand dollars would fall into        category B, whereas loan amounts of at least one hundred        thousand dollars would fall into category C. At a second level        of decision making, the age of the borrower would be considered.        For borrowers in category A between the ages of twenty (20) and        sixty-five (65), the processor module would select product        package number 1 (P1), which includes three alternative plans,        i.e., plan A, plan B, or plan C, as described in the box for        package P1 in FIG. 9. Note that for any age or mortgage loan        amounts outside the ranges indicated in FIG. 9, no proposal        would be made because of issue constraints.

To the extent the client record falls into category B based on loanamount, the agent borrower similarly would be used to further categorizethe record. In this illustrative example, category is segregated intotwo age categories, i.e., B1 and B2. Category B1 includes borrower of atleast twenty (20) but less and fifty (50). Category B2 includes agesgreater than fifty (50) but less than sixty-nine (69). Those recordsqualifying under category B1 would result in the proposal of a packageP2. This package P2 would include three optional proposals, as describedin the box for package P2 in FIG. 9.

For category B2, a package P3 would be proposed. Package P3 similarlyincludes three optional plans, as described in the box for package P3 inFIG. 9.

For those records falling within category C, i.e., involving loanamounts of at least $ 100,000, package P3 would be proposed.

The processor module would analyze each client record to recognizescenario # 2, i.e., two borrowers of different gender. The decisionmaking criteria and processing undertaken for records qualifying underscenario # 2 is depicted in FIG. 10. Processing under this scenariowould be very similar to that described above with regard to FIG. 9. Atthe initial level, each record would be categorized based on loanamount. Segregation at a second level would occur based on age of thefirst or principal borrowers

Similarly to FIG. 9, those clients qualifying under scenario # 2 andfalling within category A1 would be proposed a package P1 which includesthree optional plans, i.e., A, B and C. A package P2 would be proposedto those clients qualifying under category B1 in FIG. 10. For thoseclients qualifying under category B2, a package P3 would be proposed.For those clients qualifying under category B3 of FIG. 10, a package P4would be proposed. For clients qualifying under category Cl, package P5would be proposed. For those clients qualifying under category C2, apackage P6 would be proposed.

Where the client record indicates there are two borrowers of the samegender, scenario # 3 would be implicated. The decision making criteriaand processing for this illustrative example is shown in FIG. 11, whichfollows the same logic and processing of FIGS. 9 and 10.

In these illustrative insurance examples, two methodologies may beemployed for selecting the variable product information, i.e., a productand/or product provider-specific methodology and a “best policy”analysis methodology. Both of these methodologies taken to account theinformation from substep D3. The first methodology considers each of thevarious factors which may be used to evaluate the attractiveness of thatproduct for the particular client. Such factors considered by theprocessor module may include the premiums, issue constraints,compensation paid to the system user, product provider, etc., andunderwriting requirement.

The “best policy” methodology evaluates and analyzes a potentially largenumber of product providers and products which best meet a specified setof criteria, for example, by picking the product having the lowestpremium for the client.

In step I of processor module processing according to this embodimentand method (FIG. 8), the module analyzes the past or current performanceon a real-time basis of various sale programs. It identifies on areal-time basis who is buying on any geographic or any demographicbasis. This step involves determining what the individual client is mostlikely to buy, making the end users aware of that fact, recommendingchanges, and if given permission, or appropriately coded, automaticallyimplementing the changes, which may occur even during the running of themodule.

To better illustrate the organization, operation and flow of theprocessor module, another example, i.e., one involving the logicassociated with the marketing of life insurance, will now be explainedwith reference to FIG. 12. Steps C, D, E, . . . of FIG. 12 correspond tothe similar steps of FIG. 8. In step C, the processor module retrieves aclient record for analysis. In step D, the module identifies theinsurance need for the client, e.g., to replace lost income.

In step E, the module analyzes and evaluates client information for thisclient, including all pertinent client demographics available to thesystem. The system also may retrieve and use additional demographicdata, for example from a geo-coding module.

The database module of this preferred embodiment includes a geo-codingmodule which includes geo-coding data. This geo-coding data can beorganized by zip code and includes statistical information regardinglocation, average income, average education, average property values andthe like within that zip code area. It can obtain in real-time any fieldof demographic information for use contained within the United Statescensus.

In this illustrative example shown in FIG. 12, step F involvessegregating client records by annual income. For client recordsreflecting an annual income of less than one hundred thousand dollars,processing continues along a path F1. For client records reflecting anannual income of at least one hundred thousand dollars, processingproceeds along a path F2.

In step G of FIG. 12, clients falling under category F1 are offered twooptional term insurance plans, depending on the age of the client. Forthose clients having an income of less than one hundred thousand (pathF1), two term insurance plans would be proposed, but specifically whichtwo would depend upon the age of the client. For clients at least twenty(20) years old but younger than fifty (50) years, their choices wouldinclude a 15 year term policy and a 20 year term policy. For clientsaged at least fifty (50) but less than sixty, the choices would includea 10 year term policy and a 15 year term policy. For clients older thansixty (60) but not over sixty-nine (69), the two choices would include a5 year term policy and a 10 year term policy. In each of theseinstances, three separate coverage amounts for each of the two policiesproposed would be presented. In this illustrative example, the systemuser may select between an Option A and an Option B. Under Option A,only specified products and/or specific product providers may beconsidered. Under Option B, a variety of products and product providersmay be considered in selecting the appropriate plans and products forselection.

In step H of the processor module flow of FIG. 8, the module selects aspecific amount or amounts of coverage to propose under each plan. Thisdecision is based on the information as compiled in step D as describedabove.

These three coverage amounts are determined by multiplying the annualincome by a multiplier and rounding (e.g., to the nearest $ 5,000 or $10,000). The multiplier for path F1 would be 1.0, 2.5 and 5.0 for planA, B and C, respectively.

For those clients who have annual incomes in excess of at least onehundred thousand dollars (path F2), the processor module optionallyproposes two term insurance plans and one cash value insurance plan. Thespecific plan again depend on the age of the client among other things.For clients at least twenty (20) but less than fifty (50) years old, thechoices include a twenty year term policy, a 15 year term policy, and auniversal life policy. For clients at least fifty (50) but no more thansixty (60), the choices include a 10 year term policy, a fifteen yearterm policy, and a universal life policy. For clients older than sixty(60) but less than sixty-nine (69), the choices proposed are a 5 yearterm policy, a 10 year term policy, and a universal life policy. In thisexample the processor module also selects an amount of coverage based onincome. Specifically, five alternative levels of coverage are proposedcorresponding to annual income multipliers of 1.0, 2.5 and 5.0,respectively.

Financial product information also may be used to select the variableinformation. To illustrate, a particular financial product may beoffered at one price in some states and at another price in others. Aspart of the decision information, the system and method may use thispricing information to select text and/or pricing information asvariable information for inclusion in the respective clientcommunications.

In some instances it may be useful or otherwise desirable to useseparate software packages or “link programs” to provide financialinformation. A link program, for example, may be used to calculateinsurance premiums based on a selected set of client information. Thepremiums then would be imported back into the system software of FIG. 2and used as financial product information, such as product pricing data.

The subset or subsets of the variable information selected for a givenclient is adapted to be inserted into or provided as an integral part ofthe corresponding variable portion or portions of the clientcommunication for that client. Depending upon the manner in which thetasks are segregated, the output of the system software therefore maycomprise the completed client communications ready as they are deliveredto the clients. Short of this, however, the system output may comprisean intermediate product such as the subset or subsets of the variableinformation themselves, ready for inclusion or integration into theclient communication or communications, but not yet so integrated ormerged.

In the latter instance, i.e., where the system output comprisesunintegrated subsets of the variable information themselves, ready forinclusion or integration into the client communications, these variableinformation subsets preferably would be stored and provided as part ofthe client information database, e.g., as was provided as part of theinitial system and method input, or as a separate database. Each recordof the database would include the subset of variable information forthat client, as well as an identifier to identify the client, such asclient name, account number, etc. This client output database could bestored, for example, to RAM 28, mass storage 30, or other suitablestorage medium.

As an optional but preferred step in the method, the variableinformation is automatically inserted into the client communications.This step preferably involves generating the client communicationaccording to the communication format, wherein the generating stepincludes inserting the subset of variable information into the variableportion of the client communication corresponding to the variableportion of the client communication format. The variable informationpreferably is inserted or merged into the format or other text of theclient communication without unwanted gaps or spaces, so that the entiredocument appears to be created from a single source, or the entiredocument appears to be an integrated whole. The merged subset or subsetsof the variable information may be formatted with the same font or acompatible font to achieve this end.

A primary objective is to deliver the finalized client communications tothe clients. Accordingly, the preferred method includes a step ofgenerating the client communications according to the communicationformat. The generating step includes inserting the variable informationor a subset of the variable information for a given client into thevariable portion of the client communication for that client. Thepreferred embodiment of the invention similarly includes outputpreparing means in operative communication with the processing means forpreparing the client communication and automatically inserting thevariable information or variable information subset into the clientcommunication. In the preferred embodiment, the output preparing meanscomprises a computer, such as processor 12 and its CPU 26, inconjunction with and operating under the sales presentation and outputmodule (“output module). The output preparing means of this embodimentalso includes laser printer 32, modem 20, and similar means for creatingthe final form of the client communications, whether they be in the formof printed paper, electronic mail, or other form. Where the clientcommunication is to be transmitted on a network or other electronicmedium, for example, the output preparing means may comprise anothercomputer.

The output module uses the information obtained from the processormodule and optionally from other sources to generate, design,individualize and particularize all of the client communications.Marketing solicitations, ads, product- or service-related notices,presentation letters, follow-up letters, and reminders all would beexamples of such client communications. The output module automaticallyprepares and outputs a client communication, for example, in a form of amarketing solicitation, which provides information sufficient to enablethe client to make informed, intelligent decision regarding the purchaseof the plans or products selected by the processor module, or sufficientto gain the interest of a clientive buyer and motivate him or her toseek additional information. The processor module creates these clientcommunications in a manner using a format which personalizes andindividualizes the information presented to the client.

The output module of the preferred embodiment and method does not merelyinsert client information in the header of the client communication, nordoes it merely import product information from the generic productinformation directly from the product-related database into thecommunication. The output module instead selectively can use substantialportions of client information, product information, and in manyinstances other information as well to generate a particularizedcommunication tailored to the particular client for whom thecommunication is to be sent. The communications therefore typically willvary from individual client to individual client.

Client communications generation according to the preferred embodimentand method involves organizing, formatting and outputting clientcommunications using information received generally from the processormodule. As explained, the processor module uses client information,information about available financial products, and perhaps otheravailable information to recommend products, plans, and the likespecifically tailored to each client. The output module allows thesystem user to define a particularized communication format for classesof customers, such as for potential individual mortgage insuranceclients. It then generates highly individualized communicationsspecifically tailored to present that client with individualized planand product presentations, reminders, follow up, etc.

The output module is adapted to present its output in a variety offorms. For example, the output can be displayed on display 14 for visualinspection by the system user, or client, etc. The output also may be inthe form of a printed communication or document using a printer such asa laser printer. It may be in the form of an automated document or datafile or both, and it also may be in a form suitable for transmission,for example, over modem 20 or to a network, with or without simultaneousvideo conferencing and for transmission via the internet.

The particular format of client communication outputs will depend uponthe specific circumstances, such as client demographics, plans andproducts offered, and marketing objectives of the particularapplication. Examples of client communications prepared using thepreferred system and method and employing individual mortgage lifeinsurance programs and using a procedure similar to that described abovewith respect to FIGS. 9-12 are attached as Appendix 1 and Appendix 2.

FIG. 13 presents an illustrative flow chart diagram of the logic flow ofthe output module for the preferred embodiment and the preferred method.In step A of FIG. 13, the output module retrieves work to be performedfrom other parts of the system. For example, after a set of clientrecords has been processed with the processor module as described above,the output module would retrieve those files and store them in temporarymemory locations so that a client communication, for example, can beprepared for each client record. As part of step A, the output moduleretrieves instructions which would be used in preparing the clientcommunication or other communications output. The specific nature andcontent of these instructions will depend upon the specific type ofclient communication to be prepared and the specific format for theclient communication. The specific examples to be presented below alsoprovide a description and explanation of the types of the instructionsused by the output module in preparing communications.

In step B of FIG. 13, client files are grouped by user, or by the salesprogram to be used, or by other criteria specified by the system user.Grouping criteria preferably would be selected by the system user duringa setup phase, and would remain unchanged indefinitely until a differentset of grouping criteria is desired.

The processing of a set of client records to generate and output acorresponding set of client communications primarily takes place betweenstep C and F of FIG. 13. More specifically in step C the output modulereceives a client record for processing. In step D, the output moduleanalyzes and evaluates the client information from the client record,the corresponding output from the processor module for that clientrecord, and other data or information needed to construct thecommunication. Other forms of data or information which might beretrieved at this point could include geo-coding data, demographic data,and the like.

In step E, the output module uses the instructions for preparation ofthe communication, together with the data and information from step D,to prepare the client communication. The specific manner in which theinstructions and the information are used to construct the communicationwill vary depending upon the application, the specification of thesystem user and other factors. To better understand and appreciate thisaspect of the invention, however, we will refer to the clientcommunication attached hereto as Appendix 1, which is a samplecommunication presenting individual mortgage life insurance. Appendix 2provides another very similar example, to which the description ofAppendix 1 generally applies as well.

The sample format used for this client communication includes eightsections. Each section may or may not use information variables andinsertion logic to construct the text or presentation of the section,and decisional logic (decision information) is employed to determinewhat if any states the variable is to assume. In other words, theinstructions and/or decision logic may be employed in various placesthroughout a section and throughout the entire communication to adaptthe communication to the particular circumstances of the client. Thefollowing discussion will provide more concrete examples of thesefeatures.

The output module may include any one or any combination of at leastfour types of logic or variables, including (1) customer informationlogic, (2) words/paragraphs/sentence (“text”) logic, (3)product/plan/amount of coverage/payment mode/underwriting logic, and (4)pricing logic. “Logic” or “variable” as referred to herein may involvethe placement of a particular word, number, phase, or item ofinformation in a particular place within the communication. Insertion ofsuch items within a blank space in a sentence would be an example.Client information logic refers to the place of the selective placementof client information in a particular location, blank space, or gap in acommunication. “Text logic” refers to the insertion of Words,Paragraphs, Sentence etc. other than client information, product typeand related information and pricing information, which is selectivelyplaced in a specific location, blank space or gap in the communication.Products/Plans/Amount of Coverage/Payment Mode/Underwriting Logic(“product logic”) refers to information pertaining to any of thesetopics, which is to be placed in particular location, blank space or gapin the communication. Pricing logic refers to pricing information whichpertains to the product which is to be positioned in a particularlocation, blank space or gap (variable) in the document.

The purpose and function of each of the illustrative sections as createdby the output module will now be outlined and discussed. It should beborne in mind that this sample client communication is merely anexample, and that virtually an infinite number of alternative formatsand designs is possible.

Section 1 describes the “need” for the proposed product and why theproposal or offer is being made to the client. In the individualmortgage life insurance application, the need is straightforward, i.e.,to provide funds to pay the mortgage or liquidate it upon the death ofthe mortgagee so the family may retain ownership of the home without theburden of a mortgage. In the individual life insurance application, theneed may be less apparent because there are so many individual uses ofthe product, a prime example of which is replacement of lost income.

In terms of variables, in this section, for example, the client name,address, the loan number and the loan amount constitute clientinformation logic gleamed from the client record. The entry at the topof the letter at “Co-Mortgager” as well as the name of the company ofthe third paragraph of the letter constitute text logic. The mortgageloan amount in the fourth paragraph of the communication againconstitutes client information logic.

Section 2 of the sample form client communication presents proposedsolutions to the need. This usually involves identifying and presentingalternative plan(s) or financial product(s) to meet the need, andfactors such as the provider, coverage and price particular to each planand product. Referring again to Appendix 1, most of section 2 comprisesproduct logic and pricing logic. The boxed portion in which the clientmay select the desired plan also includes product logic, for example, inthat not all product proposals will include the same plans as has beendemonstrated in the examples shown above. Much of the informationpresented in the footnote supplementing the product presentationinvolves text logic, but client information logic (e.g., personalinformation about the client), product logic, and pricing logic alsoappear in this footnote material. The footnotes both front and back arehighly individualized throughout.

In the case of individual life insurance, the proposed plans may includevarious plans which include term insurance products, and permanentinsurance plans such as whole life, universal life, variable life, andthe like.

Section 3 of the sample communication format of Appendix 1 explains thevarious products selected by the processor module for presentation tothe client in this presentation. This section may include text logic andproduct logic, for example, in that is may provide alternativedescriptions, explanations, even different tone of writing depending onsuch things as the age of the client.

Section 4 of the sample communication format of Appendix 1 explains eachplan utilized and selected by the processor module. This sectiontypically would include text logic and product logic in that thedescription would change for the various products and classes of thevarious plans and products. The description of plans will vary with theplan selected. In addition, for a given plan the explanation may changeto more particularly addressed a given client or class of clients. Forexample, the explanation provided to a client in the twenty (20) toforty (40) year old category may differ from the explanation from forthe same product provided to a client in the sixty-five (65) tosixty-nine (69) year old range. Similarly, the explanation for a singlemale may differ for a given product from the explanation provided forthe same products to a married couple.

Incidentally, the location of the various sections as described hereinwould not necessarily appear sequentially, e.g., section 1, 2, 3, . . .. The order may be changed or mixed, and information from one sectionmay be intermingled or interposed with information from another sectionor sections. Sections and what is contained therein also may be subjectto change frequently. The number of sections also may vary.

Section 5 of the sample communication format explains to the client ifthere are requirements to qualify for a particular plan presented, ifany. These requirements will be listed in this section 5 (if the planrequires such based on among other things, amount of insurance, age,etc.) if it is necessary to qualify with more than just the standardapplication presented to the client. Much of the logic here centersaround Plan/Product/Amount of Coverage/Underwriting Logic, etc., textlogic, and client information logic.

Section 6 of the sample communication format explains in clear, conciseand individualized terms how to obtain the coverage. This sectiontypically will include customer logic in personalizing the presentation,e.g., by inserting the clients name in various places in the text, andproduct logic in explaining the requirements specific to a particularproduct(s).

Section 7 of the sample communication format presents, in question andanswer format, for example, important information and commonly askedquestions regarding the plans and products shown in the presentation.This section typically would include text logic, e.g., to refer to thesystem user or product marketer. It also may include client informationlogic, e.g., to refer to specific circumstances which the customer mayencounter.

Section 8 of the sample communication format is variable in nature, andmay be customized for a given application, product set, system user,etc. It may, for example, provide information on how to obtainadditional information, help with application forms, additional pricequotes, etc. Given its customized format it may include any of the logicforms as variables, as may essentially any other section.

Through designation by the system user in interaction with the system,the output module creates the format to be used, the specificinformation to be included within the format, and the specific locationsin the output format where the specific items of information will beused. It also formats all sections to be easy to read and highlyorganized, no matter what amount of information is contained in theoutput.

The method according to the invention also may and preferably doesinclude a step of automatically combining the client communication withthe host vehicle to create a combined communication, wherein thecombined communication comprises a single document, again using the termdocument in its broad sense. Where a plurality of client communicationsare to be prepared, this step includes automatically combining theclient communication for each of the clients with the host vehicle forthe corresponding and respective one of the clients to create a combinedcommunication for the corresponding and respective one of the clients,wherein each of the combined communications comprises a single document.

In accordance with one method, all client communications sent to theclient could be accompanied by an application for the financial product,together with an envelope or other means to facilitate return. Forexample, the client communication would be accompanied by a applicationfor the products presented therein with a return envelope. This alsocould include electronic communication forms, such as by return e-mail,etc. This effectively results in a one-step sales process for any or allsales programs and products marketed by the system. In many instances,little or no human interaction or involvement is required in themarketing and purchasing process beyond the initiation of the system toprovide the appropriate input information.

Turning now to the administrative and support system as illustrated inFIG. 2, the various modules of this system are intended to providesupport functions for the Core System modules. In addition, they includemanagement and administrative support modules to aid management in thesystem, including operation of the core system, scheduling offollow-ups, future communications, etc., with little or no need forhuman involvement.

The production and scheduling module automates scheduling of marketingsales, preparing budgets, and the like. A flow diagram outlining thelogical organization and flow of the production and scheduling moduleaccording to the preferred embodiment and method is shown in FIG. 14.

In step A of FIG. 14, the production and scheduling module accepts,stores and allows for future modification instructions for systemuser(s), and for all sales programs for which the system user willutilize the system. Future add-on sales programs can be easily accepted.

As shown in step B of FIG. 14, the production and scheduling moduleanalyzes and evaluates the jobs which are to be performed by the system.This is done on a daily basis. With this information as an input, theproduction and scheduling module schedules operation of the core systemand instructs the system to operate accordingly, as indicated in step C.In the course of this scheduling and the instruction, the production andscheduling module operates according to a set of predetermined criteriato determine the ordering and scheduling of the system operation and jobperformance.

As jobs are completed, the production and scheduling module causes thatfact and others to be recorded in each of the client records for whichprocessing has been successfully completed. This is indicated in step Eof FIG. 14.

As an administrative support role, the production and scheduling moduleis capable of generating hard copy, readable, production reports, e.g.,on a daily basis, as indicated in step F. of FIG. 14. Production reportsmay be useful for system users and operators, for example, forallocating and providing sufficient supplies, paper, toner, etc. Thesystem also is capable of generating management reports which can aidmanagement in activity planning, resource allocation, budgeting, etc.

The production and scheduling module also is useful for automaticallyfollowing up on pre-defined activities. A key attribute of theproduction and scheduling module is it's ability to remember a virtuallyunlimited number of users and user sales program(s) and implement avirtually unlimited number of instructions for the system to begin workat any point in the future.

The sales & financial report and analysis module (“sales and reportmodule”) assembles, calculates and outputs sales, test, financial andprojected earnings reports. This can be done on a real-time basis withthe preferred embodiment and method.

A flow chart which illustrates the organization and flow of the salesand financial report and analysis module for the preferred embodimentand method is shown in FIG. 15. This particular example pertains to themarketing and sale of life insurance products. As shown in thatillustrative diagram, step A involves receiving sales information basedon sales of financial products actually made. In step B, these salesresults are inputted into the system, manually, by scanning, or by othermethods described above which regard to the data input module. In step Cof FIG. 15, these results are stored and organized in a sales databaseresident in the database module.

The sales report module analyzes and evaluates this sales data, e.g., bysegregating and compiling it in formats and statistical summaries usefulin management.

Once calculated, compiled, etc., the data may be incorporated into andreported as sales reports, as reflected in step E of FIG. 15. Thesereports may be cumulative in nature or they may be non-cumulative,essentially reflecting snapshots in time. The reports also may beinteractive or non-interactive, depending on the format selected, theoutput mode, etc. The reports may be provided to system users,management, etc. These reports also may be used in digital or automatedform to interact automatically with other modules of the system, forexample, the processor module.

The sales reports may compile such information as sales demographics,penetration, etc. They may reflect such statistics on several basics,such as sales submitted, the number of sales actually placed, aspolicies and the number of sales which resulted in falloff (for which nopolicy was issued or taken).

The sales module also is adapted to generate financial reports. Thesefinancial reports also may reflect sales on a submitted, placed, and orfalloff basis. They may be incorporated with other data to reflectactual and/or projected earnings reports, commission reports, and thelike.

The system also supports a telemarketing function using thetelemarketing module. An illustrative flow chart which outlines theorganization and flow of the telemarketing module according to thepreferred embodiment and method for the marketing of life insuranceproducts is shown in FIG. 16. In accordance with that flow chart, theoperator would log on to the system and thereby gain access to it.Communications between the operator and clients would take place, forexample, through inbound or outbound calls. For existing clients forwhom a client record exists in the client database, that record would beretrieved and edited appropriately. Where no client record exists, a newone would be created as reflected in FIG. 16. In both instances,information would be entered into the system so that the client recordreflects the appropriate client information. When this task is complete,the call is disconnected. At this stage, the operator may instruct thesystem, e.g., to schedule an input the client record for processing inthe core system to generate a client communication. To create a recordof the communication the operator would complete the compliance note padto reflect the conversation and the events which occurred during it.

The automated new business (“new business”) module supports theprocessing for new business. The automated portion of this modulesupports the future policy holder service and insurance need of theclient automatically. Flow chart reflecting the organization and logicof this module is shown in FIG. 17.

Referring to FIG. 17, as sales are made the sales information isreceived by the system user. The sale results are inputted, for example,by scanning, or by other input means, e.g., as disclosed in thediscussion of the data input module. As new sales are made acorresponding client record is created in this module. The moduleautomatically creates a “thank you” notification, which isparticularized for that particular client. It confirms the products thathave been purchased and the corresponding coverage. Theautomatically-generated communications also lists any outstandingrequirements the client needs to execute to obtain product.

In addition to generating a confirming notice to the client, the systemalso manages the tasks, if any which correspond with sales and newbusiness. As reflected in FIG. 17, such follow-up tasks may includesending submission materials to the product provider, processing the newbusiness, e.g., from an accounting perspective, attending to functionrelating to issuance of an insurance policy, placement functions, etc.Client records and other system files are updated as appropriate toreflect the sales, the correspondence of the client, etc.

In performing these tasks, it may be necessary in some instances toundertake additional communications, which may implicate thecommunications and interface module. These communication may berequired, for example to order medical examinations, to order attendingphysicians statements, and to obtain all other information pertaining tothe client as required under the circumstances. This module willfollow-up on these requirements automatically with no humanintervention.

Having disclosed the information presented in our prior applications forpatent, the following disclosure presents the present invention.

The Automatic Reply System Module

The invention provides a system that includes software thatautomatically generates a reply to responses received from clientsresponding to a mass communication. The invention may better beunderstood with reference to FIG. 18, a flow diagram illustrating apreferred embodiment of the invention. In this particular non-limitingillustrative embodiment, an initial mass communication is mailed to aplurality of clients (up to tens or hundreds of thousands, or evenmillions) in step 1000. The mass communication elicits client responses1010, and these are (preferably electronically) read into a logic system1020 through an appropriate input device. The logic system 1020 reviewsthe client response, analyzes the response 1030 and then determineswhether a reply letter must be generated 1040. For example, if theclient response relates to a solicitation for life insurance, in whichseveral different options were presented, and the client requestsfurther information on either one of the options, or requests anadditional quotation, then the system logic 1020 and 1030 recognizes theclient response. If the client requires an additional quotation, forexample, an additional letter to the client will be needed. If nocommunication is needed, for example if the client has made a “purchaseresponse”, then the response is routed out of the system to step 1060where the purchase is further processed and a “thank you” letter oradditional follow up is generated, as needed. On the other hand, if itis determined from the response that the client requires additionalinformation, an appropriate letter is generated addressing the specificclient's requirements. This letter is then delivered to the client 1050,by any one of a variety of means, which could be specified by theclient. It is important to note that the system processes responses andautomatically (preferably electronically) generates a plurality(thousands, hundreds of thousands, or millions) of replies, eachdirected specifically to a response from a particular client.

Once the first reply has been delivered, it might be expected a clientwould further respond by either making a purchase, or continuing to makefurther inquiries. The system of the invention provides the advantage ofpermitting a continuing “conversation” with the client, by providingcontinuing follow-up replies to each response received from a client,until the client either makes a purchase, or fails to respond. In thelatter instance, follow-up communications may be sent to determine whythe client has ceased responding, and to encourage further communicationuntil a purchase decision is made.

Referring back to FIG. 18, the system tests whether a client hasresponded to a prior delivered reply in 1070. If the client hasresponded, the client response is again input and analyzed as discussedabove. If the client has not responded, a determination is made as towhether a follow-up is needed 1080. If a follow-up is not required, thecommunication with the particular client is terminated. On the otherhand, if a follow-up is required, the communication is processed throughfollow-up logic 1090 which generates a follow-up letter that isdelivered 1110 to the client by any one of a variety of appropriatemeans. Once the follow-up letter is delivered, the system retainsinformation in memory, and tests at a later date whether the client hasresponded 1070. If there has been no response, the system determineswhether a follow-up is needed 1080.

FIG. 19 is a non-limiting illustrative example of a system of theinvention for generating replies (in this example delivered by postalletter), using term life insurance as an example. As a preliminarymatter, a mass communication will have been made to clients regardingterm life insurance, whether through appending a communication regardinginsurance to a host communication, or simply by delivery of a customized(or generic) term life insurance program (that may include severaloptions suitable for the individual client) by any one of severalappropriate delivery means. The original communication will haveprovided clients with several (or unlimited) options for response, forexample, the range of responses may include “purchase (apply)”, “needmore information”, “need more information on option x”, “need additionalquotation for (spouse, child, etc.)”, and any other of a myriad ofpossible appropriate responses selected by the party initiating the masscommunication (in this case the user, insuror, etc.).

The responses to the mass communication to the term life insurancesolicitation are then input, preferably automatically, such as byelectronic transmission or scanning, into the automated system of theinvention. The embodiment illustrated in FIG. 19 shows discriminationbetween four types of standard responses, and also a handling mechanismfor requests for “different information”. Clearly, the system canreadily be adapted for handling many more or fewer response options.Continuing with the example of FIG. 19, once the responses are sorted instep 1200 those responses relating to option 1 (“purchase option”) arefurther analyzed to determine whether the client's age corresponds tothe assumed age in the original communication 1300. If there iscorrespondence for actuarial purposes, a notification is sent to theclient after further checking, as discussed below. If, on the otherhand, there is an actuarial discrepancy between the originally assumedage of the client and actual age as disclosed in the response, thesystem prepares a “price recalculation letter” 1310, which is deliveredto the client. Thereafter, at a predetermined interval, a “secondnotice” is generated 1320 and sent to the client. If a purchase responseis not timely received, in order to capitalize on the client's desirefor insurance coverage and to avoid loss of client interest. If there isno response to the second notice, then after a predetermined time a“final notice” is generated 1330 and sent to the client.

If, as discussed above, the client's age is an actuarial match to theoriginally assumed age, the system checks 1340 whether the client hasindicated a desire to buy through a “1-800” number. If not, a “thank youletter” is generated 1350, followed-up after a preset time period by asecond notice 1360 and thereafter a final notice 1370, as discussedabove. On the other hand, if purchase is through the “1-800” number, thesystem checks whether a physical examination date has been set 1380. Ifso, a “thank you letter” specifying the exam date 1385 is sent to theclient. If the date is not set, the system checks whether a phone numberis available 1390. If a phone number is available, the client istelephoned and an examination date is confirmed. A “thank you letter” isthen generated and sent to the client with the examination date. On theother hand, if a phone number is not available, a “thank you letter” isgenerated 1394 that does not specify the examination date and thatrequests a call back or response to set the examination date (i.e.,indicating a need for communication to set an examination date).Thereafter, the system follows-up with a second notice 1396 and, ifnecessary, a final notice 1398 at predetermined intervals as follow-upto encourage and facilitate the client's desire to continue theapplication process for term life insurance coverage.

If the system determines in block 1200 that the client response requests“more information”, the response may be directed to a first system checkfor client “test age” 1400, in the case of term life insurance. Thus, ifa client is less than 55 years old, the system will generate a basicinformation letter 1410, and will retain in memory a time to check forresponse to that basic information letter. If a response is not receivedwithin a predetermined time, a second notice 1420 is sent out, which maybe followed-up by a final notice, if necessary and appropriate. On theother hand, if the client is over the “test age”, a differentinformation letter is generated by the system 1440. That informationletter takes into account actuarial factors relating to the client age,as well as other pertinent information supplied or otherwise available.As indicated before, a virtually unlimited number of replies can be sent(based on most demographics) and based on the (almost unlimited)response options. This information letter may also be followed-up by asecond notice 1450 at a preselected interval, if no response is receivedfor the information letter. A further final notice 1460 may be generatedby the system when there is no response to the second notice letterafter a predetermined interval.

When the system determines that the client has selected an alternativeresponse, one that, for example, requests an insurance quotation for aspouse, information regarding the spouse is automatically input into thesystem, and a “spouse quote letter” is generated 1470. As with otherletters requiring responses from the client, follow-up letters aregenerated at predetermined intervals, a “second notice” 1480, followedup by a “final notice” 1490 if necessary and appropriate.

In the event that the client has selected another option, requiring forexample further quotations “for insurance on him/herself” or someoneelse this is determined automatically in the system 1500. In response, a“self requote” letter is sent, appropriately followed-up by a secondnotice 1520 and final notice 1530, as discussed above. On the otherhand, if the quote is not for the client him/herself, the system reviewsdata supplied for the other person for whom the insurance quote isrequired, and generates a “other person letter” 1540. This isappropriately followed-up with a second notice and final notice letter,as discussed above.

The system may also include the flexibility to handle the responses thatrequire additional information, other than standard option responsesprovided in the original communication, or in any subsequent replycommunication to the client. This request for “different information” issegregated and an appropriate reply is prepared 1600. For example, theclient response may be to call in and a reply would be generated when orshortly after the call is answered, either by a person, or by voicerecognition and response technology.

The above example of an embodiment of the invention as applied to termlife insurance presumes that responses are received from clients to aninitial mass communication to a plurality of clients. As illustrated inFIG. 20, there are numerous ways in which clients might be able torespond. The illustration is non-limiting, and shows some of the morecommon methods for client response, and client response handling thatwould be appropriate. In the example delivery is by mail. Other methodsof response may become more significant as communications technologiesevolve.

In response to, for example, a term life insurance offer, clients mayindividually call in to a call center 800 number where responseinformation is recorded and periodically, for example daily, downloaded1810 into the automatic reply system 1900 of the invention forgeneration of reply letters. Otherwise, clients may send their responseby fax, “drop off” responses at a branch office, or communicate withplatform sales person. These responses may be analyzed, and informationretrieved at a plurality of remote branch offices 1830. Appropriateformatted information for each individual client may then be transferred(electronically) en mass, or individually, at preselected intervals (orcontinuously) 1840 to the reply generation system 1980. In certaininstances, it may be preferable to transfer data to the reply generationsystem 1900 on a daily basis, while in other circumstances more or lessfrequent transfer may be more appropriate.

As more clients become connected to the internet, client responses usingthe internet are expected to become increasingly significant. Responsesthrough the internet may also be accumulated with the data transferredat intervals to the reply generation system of the invention. In theillustration of FIG. 20, the internet response 1850 is transferred inreal time to the system 1900 which automatically generates anappropriate reply that responds to the client response, preferably alsodelivered through the internet to the client. Accordingly, the internetrelated system potentially provides the fastest response, and may beexpected to enhance the conversion of solicitations of insurance (orother product) to sales.

A summary and overview of an embodiment of the system of the inventionis shown in FIG. 21, this overview and summary is for illustrativepurposes only, and clearly does not limit the scope of the inventionwhich may include many additional and different aspects, depending uponthe application to which the system is adapted.

As shown, the system software 2500 accesses a database 2000 thatcontains relevant information regarding clients, that may be maintainedby a bank, insurance company, retail institution or any other entitythat has a large client database. As a preliminary matter, the system ofthe invention accesses the database and prepares individualized clientcommunications to each of the multitude of clients (or subset of themultitude of clients) in the database. The system software 2500generates an output 2550 that may be delivered to each individual clientby any one of several methods 2560. In the example shown, communicationmay be sent to a client on a monthly statement, by direct mail, throughplatform sales tract format, or through the internet. The communicationincludes response options 2570, and the client response indicating aselected option, of which several non-limiting examples are shown inFIG. 21. The client response 2575 is input into the system of theinvention, and the reply module 2510 of the system software 2500generates a reply 2580 for each response, out of the multitude ofresponses. The reply is preferably sent directly to the client throughan indicated delivery method, which may include direct mail, facsimile,internet, voice telephony, and the like. The reply may generate furtherclient responses, so that an ongoing “conversation” is set up betweenthe client and the automated reply module 2510 of the system of theinvention. This conversation continues, as explained above, until it isterminated by either a client “purchase decision”, or lack of clientresponse to a communication from the system.

The system of the invention provides, for the first time, a technologythat allows mass communication of product or service informationcustomized to each individual in mass communications. Further, thesystem also provides for flexibility of responses from the clients, bypermitting clients to select from a plurality of options and requestsfor further information, each of which may be automatically analyzed andreplied to through the system of the invention. The automated replyfeature potentially enhances the number of purchase decisions that mightresult from an original mass communication, by responding to individualclient queries in an economical, efficient and fast manner to retain theclient's purchase interest and facilitate sales.

Additional advantages and modifications will readily occur to thoseskilled in the art. Therefore, the invention in its broader aspects isnot limited to the specific details, representative devices, andillustrative examples shown and described. Accordingly, departures maybe made from such details without departing from the spirit or scope ofthe general inventive concept as defined by the appended claims andtheir equivalents.

1. A method for automatically preparing a customized reply to eachresponse communication from a plurality of clients, each responselabeled to correspond to a labeled communication sent to each of theplurality of clients, the method comprising: (a) receiving a pluralityof responses, each response comprising a unique label to identify eachresponse as coming from a particular client, each response comprisingnon purchase response option information; (b) inputting response optioninformation and corresponding client identification into an automatedreply generation system; (c) preparing a reply specific to each responseof the plurality of responses, each reply comprising a labelcorresponding to the unique label of its corresponding response; and (d)delivering prepared replies to corresponding clients.
 2. A system forautomatically (i) preparing customized communications to each of aplurality of clients, the communications each presenting client responseoptions including non purchase response options, and (ii) replying tonon purchase responses from clients with customized replies, the methodcomprising: (a) using decision information to automatically selectvariable information about each of a plurality of clients andautomatically inserting the variable information about each client intoa client communication, the communication comprising client responseoptions; (b) appending each client communication to a separate hostcommunication to form a plurality of combined communications, each ofthe combined communications comprising a client identifying label; (c)delivering each combined communication to a respective one of theplurality of clients; (d) receiving a plurality of responses, eachresponse comprising an identifying label and response optioninformation; (e) inputting the response option information of each ofthe responses into a system for generating customized replies; preparinga reply to each of the responses, each reply directed to response optioninformation selected by one of the plurality of clients and each replycomprising an identifying label; and (g) delivering the prepared repliesto each of the plurality of clients.
 3. A system for automaticallypreparing customized communications to each of a plurality of clients,each of the communications including a label and non purchase responseoptions, and replying to non purchase responses from clients withcustomized replies, the method comprising: (a) using decisioninformation to automatically select variable information about each of aplurality of clients to prepare a customized communication uniquelylabeled for each client; (B) delivering each labeled communication to arespective one of the plurality of clients; (C) receiving a plurality ofresponses, each response identified by a label as coming from one of theplurality of clients; (D) inputting response option information suppliedin each of the responses into a system for generating customizedreplies; (E) preparing a reply to each of the responses, each replydirected to response option information selected by one of the pluralityof clients, each reply labeled to correspond to the label of itscorresponding response; and (F) delivering replies to each of theplurality of clients.